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Top Customer Experience Books You Need to Read

Even if you’ve only read one really great book in your life, you probably understand the satisfaction one gets after turning that last and final page. It feels good to know you didn’t waste hours in front of the television; instead, you gave yourself the opportunity to explore your imagination.

If you’re an avid reader, I’m sure there have been times where you haven’t quite reached this sense of accomplishment. I used to believe that you should read each book until the very end, even if you don’t like the contents of the storyline. But a wise reader helped me to change my approach. If a book isn’t speaking to you, it’s ok to put it down and move on to the next one. You might lose that feeling of satisfaction, but you’ll be content in moving forward to a better read.

In any event, reading provides a slew of benefits. It gives you knowledge, improves memory, develops imagination, and also translates to better writing abilities. These are all great skills for any customer experience leader. We’ve listed six solid reads below; take some time to peruse this book list and pick the ones you like. You’ll be sure to obtain valuable insights from CX experts and anyone working in a customer facing role!

In a volatile economy, service must become a competitive weapon, not a damage-control function. This book explains the importance of weaving service into every core decision.

I’ll finish with a quote from George R.R. Martin, best known for his series of epic fantasy novels, A Song of Ice and Fire, which was later adapted into the HBO series Game of Thrones. Martin said, “A Reader lives a thousand lives before he dies, the man who never reads lives only one”.